Webhelp is looking to hire a Real Time Analyst for Egencia!

About the Real Time Analyst position:

As a Real Time Analyst, you analyze and proactively plan the day based on the changes that take place in the assignment with the goal of securing agreed service levels in an optimal and efficient way for Webhelp Nordic. This means, among other things, that you interpret and analyze statistics, handle issues related to the staffing schedule, case volumes and current events. Furthermore, you will work widely with many contact areas, including advisors, Team Leaders and the customer.

In this role as Real Time Analyst for Egencia, you will manage advisors in Sweden, Norway and Denmark. You will be part of an international team of Real Time Analysts located in Malaga and report to the assignment's Junior Workforce Manager in the Nordic region.

In addition to ensuring the requirements for service levels, you also have an understanding of other key performance indicators that are linked to delivering world-class customer service!

Example of work tasks:

- In real time, allocate tasks in an optimal way and ensure that they are carried out.
- Make sure advisors follow their schedule.
- Ensure, for the current time, an optimal staffing.
- Have a close dialogue with Team Leader about staffing and follow-up.
- Manage schedule questions from employees regarding, among other things, absences, leave and schedule changes.
- Proactively develop processes and routines related to the role.
- Follow the emergency plan routine in crisis situations.
- Document what happens during each shift.




We are looking for someone who has:

- High school competence with at least passed high school grades in Swedish/Norwegian/Danish A and English A.
- Good language skills in native language and English, both oral as well as written.
- Good knowledge of MS Office.
- Easy for problem analysis, planning and organization.
- Previous experience with Teleopti and Aspect is a merit.




START: By agreement

LOCATION: Work From Home, anywhere in Sweden/Norway/Denmark

FORM OF EMPLOYMENT: Full-time (with 6 months probationary period)

WORKING HOURS: Varying schedule, weekdays and weekends between 06:45-22:00

APPLICATION DEADLINE: 2022-04-10

SALARY: Individual salary setting



Please note that the position may be filled before the application deadline.

If you have questions or concerns about the position, please contact Oskar Lundström (oskar.lundstrom@webhelp.com)



Webhelp is a multinational Business Process Outsourcing company with its head office in Paris, France, that is making business more human for the world’s most exciting brands.

By choosing Webhelp, you will be part of a community of over 100'000 game-changers from more than 190 locations, speaking more than 80 languages in 50+ countries. 

Join us at Webhelp you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive brands worldwide.

More information can be found at www.webhelp.com (http://www.webhelp.com/)

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us